No Image

8 steps to mature a knowledge management system

July 27, 2014 Wayne 2

When a customer contacts your Help Desk with a service question or issue, you expect your Help Desk Agents to provide consistent, repeatable, and accurate solutions. If the needed service support information is scattered throughout your company, how can you expect your Help Desk Agents provide timely support? The 8 steps to mature a knowledge management system is the process of identifying, collecting, formatting, training, and using service support knowledge to resolve a customer’s service question […]

No Image

Knowledge Management: Help Desk Knowledge Management Best Practices

July 16, 2012 Wayne 0

Knowledge Management is the collection of support information that has been optimized for customer support by your IT Help Desk Agents. All support teams use support information for customer focused systems data to provide support, however the most efficient and effective IT Help Desk support is provided by the use of a Knowledge Management System and designed with Knowledge Base best practices. For more insight on why an IT Help Desk Knowledge Management System leveraging […]